Service acculturation:a dyadic study of managerial and employee effects upon service firm performance


The majority of previous research into service quality and services marketing has concentrated upon the measurement of service quality outcomes, rather than the enhancement of the process by which service is delivered. In this study a conceptual model of the service acculturation process is proposed, modelling the input of service managers and employees in the delivery of service quality to customers. The conceptualisation is then empirically tested utilising a dyadic study of the New Zealand hotel industry. Results indicate that 1) a strong commitment to service is important for both managers and employees; and 2) that employees’ teamwork may have an adverse effect on perceived quality of customer service. Implications of the results and future research directions are subsequently discussed.

Divisions: College of Business and Social Sciences > Aston Business School > Marketing & Strategy
Event Title: Australia and New Zealand Marketing Academy Conference 2003
Event Type: Other
Event Dates: 2003-12-01 - 2003-12-03
Uncontrolled Keywords: service behaviours,service quality,service commitment,firm performance
Last Modified: 05 Jun 2024 07:25
Date Deposited: 15 Oct 2009 15:40
PURE Output Type: Paper
Published Date: 2003
Authors: Farrell, Andrew M. (ORCID Profile 0000-0002-5903-3611)
Souchon, Anne L.


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